Refund policy
This policy covers one-time purchases of Personal Pro, Brand and paid wish ornaments on Deco My Tree. Purchases do not renew automatically.
Refund requests
For a change of mind, submit your request within 7 days of payment. We review the order and circumstances; approval is not automatic.
Payment or access problems
Contact us if you were charged twice or paid features were not delivered. We will investigate and arrange a correction or refund where appropriate, including outside the 7-day window.
Paid extras and gifts
Peeks that have already been used to open a greeting are not refundable. Unused peeks expire when the tree opens.
If you pay for a Miracle ornament and all 5 seats on that tree are taken before your payment arrives, we refund that order in full automatically.
Songs and videos that have been delivered are not refundable. If we cannot make one, we refund it in full. If you do not submit the details for a song or video within 7 days of payment, that gift is refunded in full automatically and your greeting stays on the tree.
A keepsake that has been downloaded is not refundable.
Brand placements are refunded in full if they are not approved or if you cancel before they go live. Live placements are not refundable.
Free Pro
Pro earned through tasks is free and has no cash value. It cannot be exchanged for money or refunded.
How to apply
Use the “Request a refund” button below. Select your purchase and provide the tree link, the name shown on the wish for paid ornaments, your contact email and your reason. You can apply without signing in.
Review and payment
We aim to respond within 5 business days. Approved refunds go to the original payment method; arrival depends on the payment provider. Paid benefits from the refunded order are withdrawn.
Statutory rights and updates
This policy does not limit mandatory consumer rights, including applicable withdrawal or defective-service rights. Legal deadlines take priority. Later changes do not reduce rights attached to earlier purchases.